GENERAL PURPOSE: Provides Incident Management Level 1 support to include incident identification and resolution. Provides site and customer technical support and communication to resolve day-to-day issues affecting the customer. Participates in all EISS designated functions and support responsibilities. ESSENTIAL DUTIES AND RESPONSIBILITIES: Ø Incident Management Level 1 - The Site System Administrator is responsible for incident identification and resolution for level I issues. The SSA will escalate to an outside vendor relating to desktops (PCs, Laptops) or the NOC for Level II support. The SSA will use enterprise-monitoring tools to monitor all systems and respond based on enterprise standards. The SSA will work closely with the NOC throughout all incidents. The SSA may augment the Sykes Security Manager as a trusted agent when warranted. Ø Server/Application Administration - The SSA is responsible to support all facets of applications to include administration (logins, passwords etc) backups and restores at local site. The SSA also provides administration and hardware support for servers (NT, 2000 only). Ø Server/Application Documentation - The SSA will document all areas of the applications, including which clients are accessing which applications. The SSA will work with the Site Support Group on documentation of all systems, including disaster avoidance / recovery and planning. Ø Desktop Support - The SSA provides support for desktops operating systems to ensure accessibility of client tools. The SSA also coordinates efforts to standardize operating systems across multiple centers supporting the same client. The SSA ensures that a current image is produced and stored on a network device local to the center. Ø Account Administration - The SSA is responsible for adds, deletes and moves of all users of the local center. This includes access to NT, Exchange, SQL, Proxy, and adds, deletes and moves of individuals in/out of local or global groups. Ø Change Administration - The SSA is a key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards. Ø IT Physical Asset Management - The SSA is responsible for IT asset management and provides reports to site management and the Sykes Asset Manager in accordance with Sykes standards. Ø Software Compliance - The SSA is responsible for all site software compliance issues and provides monthly reports to the Corporate Security, Standards and Planning Group. SUPERVISORY RESPONSIBILITIES None Yes (see “General Management Duties and Responsibilities” description) QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ø Works well with internal and external IT support teams Ø Develops rapport and trust Ø Sets and works to own standards and team standards Ø On call after normal working hours Ø Understands the relevant aspects of the client products/programs supported Ø Strives to maintain a sound knowledge of the client Ø High level of Accuracy Ø Data capture and data quality Ø Time keeping and attendance Ø Flexibility EDUCATION and/or EXPERIENCE: Bachelors degree in Computer Science or Communications Engineering. 2 to 4 years relate experience and/or training, or equivalent combination of education and experience. Ø MCSE preferred Ø MCP required Ø Strong analytical and diagnostic skills Ø Advanced knowledge of Windows NT 4.0 server’s management applications Ø Advanced knowledge of Microsoft Exchange 5.5 account management Ø General knowledge and understanding of a Customer Support Center. Ø Solid understanding of windows client operating systems Ø Solid understanding of MS Exchange client software Ø Basic Understanding of Windows 2000 Ø Strong written and verbal skills Ø Proficient use of Microsoft Office COMMUNICATION SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. SECURITY COMPLIANCE: Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). DISCLAIMER The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.